In the past, enterprise customers seeking to access a broad range of advanced call center features would have to combine several different products from multiple vendors, at multiple premises, all at a high cost.

"Call Center Xpress extends features and functionality typically reserved for large enterprise call centers, such as voice-enabled IVR services, speech analytics, advanced call center functionality, and UC services, to small businesses and mid-market enterprises," said David Bukovsky, vice president of products at BroadSoft. "As a result, service providers can quickly capitalize on the migration by customers from on-premise platforms to virtual call center infrastructure with an offering that we believe meets current call center needs and introduces new capabilities that can enhance customer experiences and operational efficiency."

Ideal for call center environments, Call Center Xpress delivers the benefits of a hosted architecture such as network-based queuing, geographically dispersed agents and a pay-for-use model; UC services including instant messaging and collaboration tools; operational tools such as interaction intelligence and speech analytics, quality management and reporting tools; and customer interaction features like voice-enabled IVR, self-service and outbound messaging tools.

James Turner, CEO at Inference Solutions, said, "By partnering with BroadSoft on the Call Center Xpress solution, we allow service providers to deliver and capitalize on this market opportunity, addressing new high-revenue call center markets, particularly in the small business and mid-market categories."

Featured Executive Priorities

Business Growth through
Customer Experience Strategic
and Operational Investment
Trends and Opportunities

Is your business prepared to succeed over the next 12 to 24 months? Each year, business leaders - regardless of size, industry sector or geographic location - sit down to budget for the coming year (and beyond, in some cases).